System, method, and computer program product for contact center management

ABSTRACT

A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation-in-part of and claims the prioritybenefit of co-pending U.S. patent application Ser. No. 13/409,467, filedon Mar. 1, 2012, the entire contents of which is incorporated herein byreference, and which also claims the priority benefit of U.S.Provisional Patent Applications No. 61/538,405, filed on Sep. 23, 2011and No. 61/549,918, filed on Oct. 21, 2011, which are also incorporatedherein by reference.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention in its disclosed embodiments is related generallyto the customer relationship management (CRM) process, and moreparticularly to a novel system, method, and computer program product forcustomer contact management that includes a balanced service process foraccurately measuring and maximizing first call or contact resolution(FCR) and customer satisfaction (CSAT).

2. Statement of the Prior Art

Keeping customer service costs low while keeping customer satisfactionhigh is especially difficult in a struggling economy. Many companiesrespond by cutting staff in order to meet short-term financial targets.When the economy improves, they then ramp back up in an attempt toregain lost customers and boost the loyalty of the customers who remain.

While this approach can certainly reduce costs, it also reduces customersatisfaction and loyalty. A better way to approach the issue is to putmore focus on taking care of the customer's issue during the firstcontact. Improving first call or contact resolution (FCR) not onlyimpacts the cost of operations, but also simultaneously affects customersatisfaction and retention. By improving FCR and reducing the totalvolume of repeat calls, companies can significantly lower service timeand the overall cost to serve the customer. From a customer'sperspective, improved FCR translates directly to higher satisfactionwhich further impacts the bottom line by boosting customer loyalty andrevenues. As a matter of fact, having the issue resolved on the firstcontact has been cited in many studies as being the number one driver ofcustomer satisfaction. It should be noted at this juncture that FCR asused herein can refer to first call resolution or first contactresolution, because a contact within the embodiments of the presentinvention may refer to any one or more of the following: voice calls,SMS messages, email, chat, or social media communications fromcustomers.

For example, according to the Yankee Group, 30% to 35% of calls cominginto the average contact center are repeat customer calls that requireexpensive “rework” by contact center agents. What can this mean to acompany?

Assume, for example, that the average cost-per-call is about $5-$10 fora basic consumer customer service inquiry and $20-$45 for a Level 1technical support issue. This amount can be multiplied by the number ofthe company's repeat calls. If that is not known, it can also be assumedthat it is about 30-35% of the company's total calls. Then, theoperational savings can be calculated by assuming an improved resolutionrate.

As an example, if the contact center gets 100,000 calls per month, andthe cost-per-call is $10, while 30% of calls are repeat calls, the costof the repeat calls is $300,000 per month. A mere 10% reduction wouldyield a savings of $30,000 per month or $360,000 per year. Make the costof a call $25, and the annual savings would be $900,000.

Benchmarking studies done by MetricNet, LLC of McLean, Va. USA indicatethat first contact resolution is the single biggest driver of customersatisfaction. If a company wants loyal customers, the company needs tohave customer satisfaction ranking in the 90s. These studies across allindustries show that in order to have satisfaction rates this high,first contact resolution rates must match. Studies done by CustomerRelationship Metrics of Sterling, Va. USA reveal caller satisfactionratings will be 5-10% lower when a second call is made for the sameissue.

Moreover, if companies have a complex situation where FCR is notrealistic, just reducing the time to resolution can make a bigdifference. Industry Week, for example, reported on a large automotivemanufacturer trying to increase market share in a new market byestablishing a strong brand name and a superior customer servicereputation. They wanted to deliver high quality service coupled withquick resolution of customer issues. One of their biggest challenges inachieving their goal of superior customer service was the time dedicatedto warranty claims resolution. Once the issue was addressed, claimsresolution time went from 174 days to 52 days. Warranty costs werereduced by 34% and customer satisfaction skyrocketed.

The pursuit of increasing FCR rates is the idealistic goal of anyorganization reliant upon contact center support. However, mountains ofdata, armies of analysts and management's ever changing reaction to FCRcrises often leave both customer management staff and company leadershipapathetic and unable to serve the customer. This leaves customersfrustrated and often drives them away. At the core of the problem is aninsufficient or nonexistent set of tools to confront the challenge andthe lack of a detailed process dedicated to rectifying the situation, asa result: (a) confusing and ever changing processes are implemented; (b)staff morale is unfavorably impacted, decreasing tenure and increasingattrition; and (c) customers are lost.

SUMMARY OF THE INVENTION

Accordingly, it is generally an object of certain embodiments of thepresent invention to provide a system, method, and computer programproduct to accurately measure and manage first contact resolution (FCR)and customer satisfaction (CSAT) at an actionable (from agent to client)level.

More specifically, it is an object of those and other embodiments of thepresent invention to generate per-call data in real-time that accuratelyrepresents the customer's perception and opinion.

The above and other objects are provided by the balanced service processdescribed herein, which provides (a) accurate real-time, intraday, andhistorical FCR and CSAT statistics; (b) dynamic reporting of issuesdriving call volume and customer experience; (c) analysis of contactsthat were not resolved; and (d) a closed loop channel to define, reportand correct trending issues that impede FCR and CSAT.

Through the implementation of the balanced service process, the system,method, and computer program product according to embodiments of thepresent invention will demonstrate, with empirical data, the followingbenefits: (a) lower operating expense; (b) reduced service relatedcontacts; and (c) improved customer satisfaction.

Further objects, advantages, and novel features of the embodiments ofthe present invention and the structure and operation thereof, aredescribed in detail below with reference to the accompanying drawings,wherein:

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts the exception rate versus resolution rate challenge facedby the balanced service process according to embodiments of the presentinvention;

FIG. 2 depicts a high-level block diagram of a system for customerrelationship management according to embodiments of the presentinvention;

FIG. 3 depicts the balanced service process according to embodiments ofthe present invention; and

FIGS. 4A through 4F depict exemplary flowcharts for maximizing firstcontact resolution according to one embodiment of the present invention.

DETAILED DESCRIPTION OF THE EMBODIMENTS

Exemplary embodiments are discussed in detail below. While specificexemplary embodiments are discussed, it should be understood that thisis done for illustration purposes only. In describing and illustratingthe exemplary embodiments, specific terminology and contact types areemployed for the sake of clarity. However, the embodiments are notintended to be limited to the specific terminology and contact types soselected. Persons of ordinary skill in the relevant art will recognizethat other components and configurations may be used without departingfrom the true spirit and scope of the embodiments. It is to beunderstood that each specific element includes all technical equivalentsthat operate in a similar manner to accomplish a similar purpose. Theexamples and embodiments described herein are non-limiting examples.

Embodiments of the present invention may include apparatuses and/orcontact types for performing the operations disclosed herein. Anapparatus may be specially constructed for the desired purposes, or itmay comprise a general-purpose device selectively activated orreconfigured by a program stored in the device.

Embodiments of the invention may also be implemented in one or acombination of hardware, firmware, and software. They may be implementedas instructions stored on a machine-readable medium, which may be readand executed by a computing platform to perform the operations describedherein. A machine-readable medium may include any mechanism for storingor transmitting information in a form readable by a machine (e.g., acomputer). For example, a machine-readable medium may include read onlymemory (ROM); random access memory (RAM); magnetic disk storage media;optical storage media; flash memory devices; and others.

In the following description and claims, the terms “computer programmedium” and “computer readable medium” may be used to generally refer tomedia such as, but not limited to removable storage drives, a hard diskinstalled in hard disk drive, and the like, etc. These computer programproducts may provide software to a computer system. Embodiments of theinvention may be directed to such computer program products.

References to “one embodiment,” “an embodiment,” “example embodiment,”“various embodiments,” etc., may indicate that the embodiment(s) of theinvention so described may include a particular feature, structure, orcharacteristic, but not every embodiment necessarily includes theparticular feature, structure, or characteristic. Further, repeated useof the phrase “in one embodiment,” or “in an exemplary embodiment,” donot necessarily refer to the same embodiment, although they may.

In the following description and claims, the terms “coupled” and“connected,” along with their derivatives, may be used. It should beunderstood that these terms are not intended as synonyms for each other.Rather, in particular embodiments, “connected” may be used to indicatethat two or more elements are in direct physical or electrical contactwith each other. “Coupled” may mean that two or more elements are indirect physical or electrical contact. However, “coupled” may also meanthat two or more elements are not in direct contact with each other, butyet still cooperate or interact with each other.

An algorithm is here, and generally, considered to be a self-consistentsequence of acts or operations leading to a desired result. Theseinclude physical manipulations of physical quantities. Usually, thoughnot necessarily, these quantities take the form of electrical ormagnetic signals capable of being stored, transferred, combined,compared, and otherwise manipulated. It has proven convenient at times,principally for reasons of common usage, to refer to these signals asbits, values, elements, symbols, characters, terms, numbers or the like.It should be understood, however, that all of these and similar termsare to be associated with the appropriate physical quantities and aremerely convenient labels applied to these quantities.

Unless specifically stated otherwise, and as may be apparent from thefollowing description and claims, it should be appreciated thatthroughout the specification descriptions utilizing terms such as“processing,” “computing,” “calculating,” “determining,” or the like,refer to the action and/or processes of a computer or computing system,or similar electronic computing device, that manipulate and/or transformdata represented as physical, such as electronic, quantities within thecomputing system's registers and/or memories into other data similarlyrepresented as physical quantities within the computing system'smemories, registers or other such information storage, transmission ordisplay devices.

In a similar manner, the term “processor” may refer to any device orportion of a device that processes electronic data from registers and/ormemory to transform that electronic data into other electronic data thatmay be stored in registers and/or memory. A “computing platform” maycomprise one or more processors.

Embodiments of the present invention may further include apparatusesand/or manual systems for performing the operations described herein. Anapparatus or system may be specially constructed for the desiredpurposes, or it may comprise a general-purpose device selectivelyactivated or reconfigured by a program stored in the device.

Referring now to the drawings, wherein like reference numerals andcharacters represent like or corresponding parts and steps throughouteach of the many views, there is shown in FIG. 1 the exception rateversus resolution rate challenge faced by the business service processaccording to embodiments of the present invention.

The balanced service process (BSP) according to embodiments of thepresent invention generates FCR, CSAT and cause codes—issues that aredriving call volume—data, all in actionable or real-time. The data, whenanalyzed, creates action plans to address process, behavioral, andrecurrent training problems and also serves as the basis for an agent'sreward and recognition program.

FCR is inarguably the most important metric in the contact centerenvironment, simultaneously driving and addressing customersatisfaction, quality and efficiency. Cause codes allow for tacticalintraday, and strategic long-term, management of the top issues drivingcustomer contacts.

Fundamentally, the BSP relies on “resolvers” (or contact center agents)to generate FCR and CSAT data. At the end of every contact the resolvermust disposition each contact before another is presented: “YES” if theissue was resolved and “NO” if the issue was not resolved. Low“exception rates” (i.e., where there are different resolver and customerdispositions for the same record) and high “resolution rates” (i.e.,where the resolver and customer both disposition the record as “YES”) isthe goal. Low exception rates and low resolution rates suggest trainingis required. High exception rates and low resolution rates indicate aprocess or policy breakdown, and high exception rates with highresolution rates suggest resolver behavior issues.

The accuracy of the BSP can be measured by the level of alignment withthe customers' perception of resolution and satisfaction. If thecustomer and the resolver are in synchronicity with regard to theperception of both, and assuming all policies were adhered to, thecontact may be declared resolved and accurately measured with greatconfidence. Conversely, when there is a divergence in the perception ofresolution between the resolver and customer, there are valuableprocess, training, and resolver behavior management opportunities. Whenthe process is applied, resolution and CSAT barriers quickly emerge andtargeted actions can be initiated.

Portions of some processes similar to the BSP may have been deployed inother contact centers. However, without deployment of the processespresent in the BSP, the reliability of data and the ability toconsistently execute an FCR and CSAT strategy is not possible.Short-term FCR and CSAT “campaigns” often reduce frontline employees toapathy and fear, and create ongoing client stress. Survey results can“indicate” opportunities for improvement, but are of little value overthe long run unless they are integrated at the operational level andused for ongoing management of the business. BSP makes FCR and CSAT anintraday-managed metric, analogous to service level or handle time.Moreover, there is human behavior at play. When a resolver knows thathe/she must accurately disposition each record before proceeding to thenext contact, and will be evaluated primarily on the outcome, a cultureof resolution is institutionalized enterprise wide. Without the BSPconcerns related to a built-in bias at the resolver level are justified;however, the BSP ties each resolver and customer's dispositions togethervia a simple survey, asking the same two questions: “Was the issueresolved?” “Was the customer satisfied with the service′?” Thiscounterbalance allows patterns in synchronicity between the resolver andthe customer's perception to emerge, and actions to be created toaddress the gaps.

Obviously, customers are more concerned with issue resolution thancontact resolution. The contact is just the means to the end, in thecustomer's perception. Recognizing this, the customer IVR surveystrategy that the system, method, and computer program product executesis sensitized to the type of issue that was reported. For example, ifthe contact was a billing concern, the customer may be surveyed afterthey have received the next bill to determine FCR rather thanimmediately, post-contact. In this example, the customer may think theirissue has been resolved but doesn't really know for sure until thecorrection is observed on the next bill. In an environment where theresolver has the tools to resolve the issues upon first contact,post-contact surveys are deployed. Either way, milestones must bedecided upon and used if necessary as triggers for customer surveys toensure the accuracy of data.

Analytics may also be used to generate an automated cause code, whichmay also be referred to as “response codes.” Such analytics may comprisevoice analytics, which produce an automated cause or response code foreach contact, and presents them in real-time and historically. Thesecause or response codes may itemize the combination of agent andcustomer survey responses, and may culminate in performance managementsoftware, and they are presented in prioritized order within a real-timedashboard. Material increases in individual cause or response codesgenerate an alert, informing management that a particular “on-the-rise”issue may be of concern and may require intervention, lest FCR rates areimpeded.

The performance management software also generates exceptions (which aredefined as variances in responses between the resolver and thecustomer), which are then reviewed by a Data Accuracy Assurance (DAA)team. With 100% contact recording, the DAA analyst/supervisor reviewscontacts and makes the determination as to whether exceptions are rootedin process, skill or behavior. As trends develop, targeted action plansare created and executed upon.

As processes are progressively fixed and training and behavior issuesare addressed, FCR and satisfaction rates increase. Measures to ensureresolver performance is consistently at or above standard are applied asindividual resolvers work through learning curves or remediation.

Referring now to FIG. 2, there is shown a high-level block diagram of asystem 200 for customer relationship management according to embodimentsof the present invention. System 200 generally comprises a contactcenter (which may comprise, e.g. single or multiple locations and/orwork at home) 205, which may include Automatic Call Distributor (ACD)means 210, Computer Telephony Integration (CTI) means 215, the BalancedService Processor (BSP) 220, Interactive Voice Response (IVR) means 225,and a database 230.

As is known, ACD means 210 may suitably comprise a device or system thatdistributes incoming calls to a specific group of terminals that agents(i.e., resolvers 255 or their supervisors 265) use. It is often part ofa CTI system. Routing incoming calls is the task of the ACD means 210.ACD systems are often found in offices that handle large volumes ofincoming phone calls from callers who have no need to talk to a specificperson but who require assistance from any of multiple persons (e.g.,customer service representatives) at the earliest opportunity. Thesystem consists of hardware for the terminals and switches, phone lines,and software for the routing strategy. The routing strategy is arule-based set of instructions that tells the ACD means 210 how callsare handled inside the system. Typically this is an algorithm thatdetermines the best available employee or employees to respond to agiven incoming call. To help make this match, additional data may besolicited and reviewed to find out why the customer is calling.Sometimes the caller's caller ID or ANI, or the dialed number (DNIS) maybe used. More often, a simple interactive voice response such as may beused with IVR means 225 is used to ascertain the reason for the call.

Alternatively, ACD means 210 may suitably comprise an Internet callmanagement device of the types described in U.S. Pat. No. 8,005,024,entitled “Method For Establishing An IP Video-Conference Using ATelephone Network For Voice Transmission,” U.S. Pat. No. 6,819,667,entitled PSTN-Internet Notification Services,” and U.S. Pat. No.6,404,860, entitled “System And Method For Internet Call Management WithText-To-Speech Messaging,” each of which is incorporated herein byreference.

CTI means 225 may be used for other functions such as screen pops; callinformation display (ANI/DNIS); dialing (e.g., power dial, preview dial,and predictive dial; phone control in general and more particularly callcontrol and feature control; transfers; advanced call reportingfunctions, etc.).

System 200 is connected to receive calls from a PSTN 235 and IP network230. As is known, the PSTN 235 is the network of the world's publiccircuit-switched telephone networks, in much the same way that theInternet is the network of the world's public IP-based packet-switchednetworks (conceptually shown in FIG. 2 as IP network 240). Originally anetwork of fixed-line analog telephone systems, the PSTN 235 is nowalmost entirely digital, and now includes mobile as well as fixedtelephones. It is sometimes referred to as the Plain Old TelephoneService (POTS).

Phones used to access the system 200 may be conventional wirelinephones, wireless phones, IP phones, satellite phones, and the like. Asis known, use of the phones by users may provide certaintelecommunications features such as Automatic Number Identification(ANI) and Dialed Number Identification Service (DNIS). ANI provides thephone call recipient with the caller's phone number. The technology andmethod used to provide this information is determined by the serviceprovider, and is often provided by sending DTMF (i.e., digital tonemulti frequency) tones along with the call.

Also known as Automated Number Identification or Calling LineIdentification (CLI), ANI may arrive over the D channel of an ISDN PRIcircuit (out-of-band signaling), or before the first ring on a singleline (inband signaling). Caller ID is the local phone company version ofANI, and is usually delivered inband.

In contact center applications, ANI displays the number of the caller tothe phone representative or resolver in real-time. Among other things,the contact center can use the information to process the call basedupon prior history or can forward the call to a different department ororganization.

DNIS is a service sold by telecommunications companies to corporateclients that lets them determine which telephone number was dialed by acustomer. This is useful in determining how to answer an inbound call.The telecommunications company sends a DNIS number to the client phonesystem during the call setup. The DNIS number is typically 4 to 10digits in length.

For example, a company may have a different toll free number for eachproduct line it sells. If a contact center is handling calls formultiple product lines, the switch that receives the call can examinethe DNIS, and then play the appropriate recorded greeting. Anotherexample of multiple toll free numbers might be used for multi-lingualidentification. A dedicated toll free number might be set up for Spanishspeaking customers.

With IVR (i.e., interactive voice response) systems, DNIS may be used asrouting information for dispatching purposes, to determine which scriptor service should be played based on the number that was dialed to reachthe IVR platform. For example, 0906 123 4567 and 0906 123 4568 may wellboth connect to the same IVR system, but one number may be required toprovide a competition service and the other might be an informationline. The DNIS is what distinguishes these lines from each other andhence the IVR will know which service to provide to the caller.

A phone call, chat, or email comes into the contact center 205 throughthe PSTN 235 or IP network 240. It is processed through a router/gateway245 and switch 250 to the contact center 205. The contact center 205, inturn, decides which agent/resolver 255 gets the contact and performs thebalanced service process (BSP) according to embodiments of the presentinvention described herein.

The BSP 220 consists of the following successive components asillustrated in FIG. 3. Data Generation is the first step, in which theresolver disposition of contact (RDP), customer disposition of contact(CDP), and FCR calculation are determined. A cause or response code maybe manually determined or automatically generated by use of voiceanalytics. Data Accuracy Assurance (DAA) is then used to determineexceptions, and monitoring/call review. The exceptions are thenanalyzed.

As defined above, the steps of the BSP 220 may include an “action plan,”which sets forth the actions stemming from trends in exception analysisrelated to (a) process; (b) training; and (c) behavior. An “applicationcause” is the primary reason the customer contacted the contact center205 as displaced in the client's application. “Behavior Reconditioning”may comprise the actions stemming from data that illuminates resolverbehavior (e.g., deliberate miscoding of dispositions) that requires someor all of; coaching, counseling, termination, and when completed,increases data accuracy and FCR rates.

Resolved rate or “Billable Resolution Rate” comprises a metric that canbe used to account for cost of bill the client for resolved contactsonly. It may be calculated as follows: TOTAL “YES” RDP+TOTAL “OUT OFCONTROL” RDPs (as determined by DAA).

A “contact” may comprise the act of a customer contacting the contactcenter 205 (i.e., phone, chat, e-mail). Alternatively, a “contact” maycomprise customer queries via social media. The ability to effectivelydeal with such customer queries requires companies to have in place someform of system to monitor what is being said about the company acrossvarious social media channels, including blogs, Twitter and LinkedIn.Dozens of such services exist to help, feeding companies all sorts ofinformation on what is being said about them, based on whatever keywords they select.

A growing number of companies are now trying to manage thosetransactions, so they come in to a contact center queue just like aphone call does. The BSP 220 may also queue such interactions, deliverthem to appropriately skilled agents/resolvers 255, monitor the responseand report on the outcomes. The BSP 220 may even keep track of whichagent/resolver 255 handles each interaction, in case any follow-up isrequired.

A “Cause of Contact” may comprise the primary reason for the customercontacting the contact center 205. It may be derived and digitallyconverted to a cause or response code (collectively referred to as“Cause Code”) and sent to the performance management software via VoiceAnalytics.

A “Cause Code” may comprise the coding that resides in the performancemanagement software related to the Cause of Contact that may bedigitally derived via Voice Analytics.

A “CDP” (or Customer Disposition) may comprise the record of thecustomer's response to the IVR survey (e.g., “Was the issue resolved?”).The DAA (or Data Accuracy Assurance) team analyzes exceptions anddetermines root cause, broken into three major components, (a) process;(b) training; and (c) behavior. Data may comprise the total numbers of“YES” and “NO” dispositions, which are generated by resolvers andcustomers and is used for operations, decision-making and planning.

A “Disposition” may comprise responses to surveys which ask resolversand customers “Was the issue resolved?” It is mandatory that theresolver responds at the end of each contact, via the performancemanagement software. The customers are given the option of post call—andpost any milestones—via IVR survey. Responses are either “YES” (i.e.,the issue was resolved/customer was satisfied) or “NO” (i.e., the issuewas not resolved/customer was not satisfied). Responses become data. An“Exception” may comprise a different disposition/response for the samerecord(s) as dispositioned by the resolver and the customer.

An “Exception Analysis” may comprise the determination made by DAAregarding the root cause of the Exception. Among such root causes are:(a) client process; (b) CRM process; (c) resolver training; and (d)resolver behavior. The “Exception Rate” may comprise the percentage ofvariances in responses between the customer and the resolver (calculatedas TOTAL EXCEPTIONS/TOTAL CDP's).

“Milestones” may comprise the events that trigger the initiation ofcustomer surveys (e.g., billing dates, return dates, etc.). Surveys mustbe tied to milestones to ensure that the customer's perception ofresolution is accurate.

“Process Reconditioning” may comprise actions stemming from data thatilluminates a process, either on behalf of the BPO or client thatrequires repair and when completed, should increase FCR.

“Recurrent Training” may comprise actions stemming from data thatilluminates a need for refresher training for one, some or all resolverswho support a certain product, service, or process, when completed,should increase FCR.

“Resolution Rate” may comprise the percentage of contacts that theprovider resolves calculated as (RDP “YES”/TOTAL CALLS HANDLED).

Balance Software (i.e., the performance management software which powersthe balanced service process) supports and runs on BSP 220, and displayskey performance metrics in real-time, including—and most importantly—FCRstatistics and CSAT. Performance management software resides on everyresolver's, supervisor's, and client's desktop 260, 270, providing thenecessary feedback required optimizing intraday FCR performance. Itsprimary function is to calculate customer satisfaction and callresolution metrics, with various associations to those metrics, intocertain formats and reports.

According to one embodiment of the present invention, such performancemanagement software is a cloud-based program developed in Java, withHTML providing an easily navigable graphical user interface. It wasdeveloped to provide open access from any platform running mostavailable browsers, including the following, or newer, browser releases:Google Chrome 24.0.1312.56; Firefox 18.0; Microsoft Internet Explorer9.0; and Safari 6.0. MySQL may be used to power the performancemanagement software in database 230. It may be built on a scalable,load-balance robust platform (e.g., GlassFish 3.0 servers) of the typethat is deployable through the cloud worldwide.

At the end of each contact, the resolver is presented with twoquestion(s), 1) “Was this issue resolved?” 2) Was the customer satisfiedwith the service received? The resolver must then select one of tworadio buttons, “YES” or “NO”. The response is sent to the performancemanagement software in database 230 where it will await CDP or DAAanalysis.

The FCR Rate and CSAT rate are immediately populated in the performancemanagement software in database 230 along with the number of contactsthe agent/enterprise has handled within the same time period. Contactshandled data is generated from the ACD 210. The FCR rate for individualresolvers, supervisors, operations managers, accounts, clients andenterprise is then generated. The calculation for FCR rate is asfollows: TOTAL “YES” RDP/TOTAL CONTACTS HANDLED. The point in time inwhich a customer commitment has been accomplished, should be insertedinto the IVR decision tree and triggered at the appropriate time, ifrequired.

An IVR, contact is generated to the customer, post any milestonerequirements, and the customer is asked by the IVR, “You recentlycontacted [CLIENT] for [CAUSE CODE], was this issue resolved? Press 1for “YES” and 2 for “NO” and “Were you satisfied with the serviceprovided by ______” Press 1 for “YES” and 2 for “NO”. IP networkcontacts are handled the same and made over the appropriate media.

The Exception Rate may be calculated as the total number of Exceptionsdivided by the total number of CDP's. The Exception Rate percentage isthen multiplied by the Resolution Rate and subtracted from theResolution Rate to give the billable Resolution Rate.

Voice Analytics may be used to determine whether key words and phrasesare identified and used to produce “Cause Codes”, the main reason why acustomer contacted the BPO/contact center 205. Once generated, CauseCodes are sent to the performance management software where they arestack ranked and presented on the main dashboard in descending order.

Changes in contact patterns can be quickly identified and immediatelyaddressed through the presentation of Cause Codes in the performancemanagement software. If trends change dramatically, an alert is sent tothe BPO/contact center 205 and the client's management and the CauseCode that is spiking can be examined through live monitoring.Additionally, FCR Rates for the Cause Code in question may be producedand if the FCR Rate is low for the Cause Code in question, a materialprocess or training issue is quickly identified and can be addressedswiftly, thereby preserving FCR Rates.

When the resolver and the customer generate different dispositions forthe same contact, it is defined as an Exception. An Exception report,which consists of: (a) the RDP; (b) CDP; and (c) contact recording maybe bundled and presented to the DAA team. DAA analysts review everyexception to determine the root cause of the Exception. The threecategories of Exception root cause are process, training and behavior.The following are examples for each:

Example 1

Process: Assume that a customer contacted the BPO/contact center 205 tohave an erroneous charge removed from their bill. The resolver followsprocedure and orders the charge removed, and dispositions the contact as“YES”. Due to an internal process error at the client, the charge is notremoved and when the customer is contacted, the CDP returns as “NO”.This creates an Exception and is routed to DAA for further review. TheDAA analyst determines that this is a process error on the client's sideand confirms the resolver followed procedure. As trends develop, it isestablished that 12% of all contacts are related to this same CauseCode. This information is relayed back to the client via a “ProcessReconditioning Request”. Once the process is reconditioned, the FCR rateis favorably impacted for 12% of all contacts.

Example 2

Training: The client releases a new product and prior to release,training is conducted for all resolvers. The training includesinstructions on how to install the product and resolvers execute toplan. However, a glitch in the system occurs moments after installdisabling the product and all that was required was the install of adriver to remedy the issue. Upon completion of the contact the resolverdispositions the record as “YES” and when surveyed the customerdisposition is “NO”. This creates an Exception and is routed to DAA forfurther review. The DAA analyst coordinates with the client anddetermines that this is a training error on the client's side andconfirms the Resolver followed procedure. As trends develop it isestablished that 15% of all contacts are related to this same CauseCode. This information is relayed back to the BPO/contact center 205training via a “Training Reconditioning Request”. Once the resolversreceive recurrent training, the FCR rate is favorably impacted for 15%of all contacts.

Example 3

Behavior: The BPO/contact center 205 may reward resolvers with a highresolution rate and an individual resolver is close to being reward. Heis near his lunch break and he rushes a call to check out on time. Hedispositions the contact as “YES” and when surveyed, the customerdispositions the contact as “NO”. This creates an Exception and isrouted to DAA for further review. The DAA analyst determines that thisis a behavior error. This information is relayed back to the resolver'ssupervisor 265 via a “Behavior Reconditioning Request”. The supervisor265 has three hours to meet with the resolver 255, review the call andinitiate counseling, which is stored progressively in the performancemanagement software in database 230. The resolver is now on notice andany further infractions of policy result in progressive counseling up toand including termination of employment.

Significant sampling of contacts that lack CDP data are randomlyreviewed by DAA and blindly—meaning the DAA analyst cannot view eitherthe RDP or CDP—and the DAA analyst produces a disposition uponcompletion of review. If a (shadow) Exception is generated as a resultof this exercise, Exception Analysis as described herein below isconducted.

Significant samples of Exceptions are reviewed and the DAA analyst makesa determination as whether the root cause of the Exception was (a) a CRMor client policy/process issue, (b) a training issue, meaning theresolver obviously lacked the tools or training needed to resolve thecontact, or (c) a behavior issue, meaning it appears that the resolverdeliberately and wrongfully dispositioned the contact.

The following actions stem from the various combinations of RDP and CDPas shown in Table 1 below.

TABLE 1 Dispositions RDP CDP Likely Implication Action Item Yes Yes GoodPerformance Reward Yes No Resolver Behavior Coach No Yes ProcessBreakdown Client interface to address process fix No No TrainingRequired Establish trends, develop and execute on training

As Exception analyses are produced, trends are analyzed and stack rankedin descending order. In the event that a CRM process is impeding FCR,and can be adjusted within the realm of fair practice, client approvalmay be sought, if required, and the process is adjusted. If resolvertraining is required to effect the process change, it is scheduled andexecuted upon as quickly as possible.

Both CRM and client process/policy reconditioning action items may betracked from the time a need was identified to the time the process orpolicy is fixed. Analysis that illustrates the impact of the brokenprocess can be produced using the following calculation: TOTAL BROKENPROCESS CONTACTS/TOTAL CONTACTS HANDLED. The percentage of thiscalculation may be removed from the overall FCR rate to clearlyillustrate the impact of the broken process thereby creating a crystalclear, tangible sense of urgency.

Resolvers who have ongoing high Resolution Rates, coupled with lowException Rates, may be recognized and rewarded in conjunction with anestablished program. Given the complexity of various scopes of work,reward and recognition programs may be developed on a program-by-programbasis.

Resolvers who demonstrate chronically low Resolution Rates and highException Rates may be placed on probationary counseling. If it isdetermined that the barrier for improvement is rooted in “will”, ratherthan “skill”, termination of employment should occur upon a prescribedfair HR practice.

As Exceptions statistics are analyzed using performance managementsoftware reporting tools, common trends in unresolved Cause Codesquickly emerge. This information may be organized by: (a) frequency inCause Code; and (b) Exception Rates in descending order. The mostfrequent Cause Codes coupled with the highest Exception Rates allows fortargeted training.

The BPO and client should budget approximately 2 hours per resolver perweek for recurrent training. This training might be for an individualresolver or a group of resolvers.

As data is collected for the client, the client/BPO may establish anormal learning curve period for the group of resolvers assigned to theaccount. This learning curve will allow the CRM group to identify andcorrect performance and behavior trends as early as possible, whilegiving resolvers the appropriate amount of time to learn the client'sbusiness.

Cause or response codes may be four-letter acronyms that itemize thecombination of agent and customer survey responses. Response codes maybe used to prioritize records for evaluation and for quickinterpretation among users of the Balance Process and Balance Software.In such a manner, they may categorize the combination of agent andcustomer survey responses while at the same time may be assigned apriority used for evaluation of the Agent Survey.

Such cause or response codes serve as a means to quickly describeagent-customer survey response alignment, the survey question respondedto (i.e., either satisfaction or resolution) and whether or not the callin question was a repeat. Response codes are generated only after theagent has responded to the Agent Survey and the customer has respondedto the Customer Survey, or had the opportunity to respond and did not.

Each Response Code may be assigned a level of priority and used withinan algorithm to help determine which Agent Surveys are to be evaluatedby Quality Assurance. Response Codes may appear in various screens andreports inside the application, allowing users to isolate agent-customeralignment concerns. An exemplary syntax of the Response Codes accordingto an embodiment of the present invention is described in Tables 2 and 3below.

TABLE 2 Response Code Letter Categories LETTER 1 2 3 4 CATEGORY SurveyQuestion Survey Agent Survey Repeat (Satisfaction or Alignment ResponseStatus Resolution)

TABLE 3 Response Code Categories LETTER 3 LETTER 4 LETTER 1 LETTER 2Agent Repeat Survey Question Survey Alignment Response Status SSatisfaction M Matching Y Yes F First R Resolution X Not Matching N No ZRepeat E Satisfaction w/ A Agent-Only Milestone O Resolution w/Milestone

In addition to the above Response Code Categories, the system mayinclude Response Codes for instances with no Agent or Customer Surveyresponses, including Transfers, Dropped Contacts, Escalations, andFlagged Contacts as shown, for example, in Table 4 below. These specialResponse Codes may also be prioritized for QA review along with thestandard codes.

TABLE 4 Flagged, Dropped and Transferred Codes DISPOSITION DESCRIPTIONFlag Record Agents check the “Flag Record” box when it would beinappropriate for the customer to receive a survey For example, if thecustomer threatened legal action When the “Flag Record” box is checked,the rest of the survey questions, except the “Was this a repeatcontact?” become unavailable to the agent The “No” box for both, “Willthe customer tell us they were satisfied?” and “Will the customer tellus their issue was resolved?” questions are auto-populated 100% of theserecords are reviewed by the Data Assurance team Call Dropped Whenthrough no fault of the agent the call is terminated the call droppedfunction is utilized (e.g., technical issues or the customer hangs up)The importance of ensuring a one-to-one ratio of customer contacts toAgent Survey is of critical importance to the overall integrity of theBalanced Service Process and the data it produces Once the “Submit”button is pressed, the record becomes coded as a Call Dropped 100% ofCall Dropped records are reviewed by the Data Assurance team to ensurethat the disconnect was legitimate Call Transferred Calls that aretransferred are accounted for when the agent checks the “CallTransferred” box Once checked, all other fields in the Agent Survey arerendered unavailable The customer does not receive a survey when a callis transferred - only when the last agent who touches the customercontact completes the Agent Survey will the customer receive a surveyThe Data Assurance team reviews 100% of Call Transferred records tovalidate that the transfer was required

Response code creation may occur when the original agent responses areeither matched with a customer response or the window of opportunity forthe customer response closes. The window timeframe is set by the systemadministrator as part of the control panel functions for the software.

Response Codes may be separated into three clusters: (1) negative, (2)neutral, and (3) positive. Such clustering of response codes providesthe following benefits: grouping data; identifying trends; and anelement of quality assurance evaluation algorithms. Exemplary ResponseCode clusters according to an embodiment of the present invention aredescribed in Table 5 below.

TABLE 5 Response Code Clusters CATEGORY CLUSTERS DESCRIPTION NegativeSat_Neg Groups satisfaction or resolution Response Codes wherein eitheror both the Res_Neg agent and the customer responded “No” to therespective survey question Neutral Sat_Neu Groups satisfaction orresolution Response Codes that cannot be definitively Res_Neucategorized as either negative or positive Positive Sat_Pos Groupssatisfaction or resolution Response Codes wherein both the agent andRes_Pos the customer responded “Yes” to the respective survey question

Response Codes may be defined as follows in Table 6 below.

TABLE 6 Response Codes CODE SURVEY ALIGNMENT AGENT CUST REPEAT CLUSTEREANF Satisfaction (w/Milestone) Agent-Only No N/A First Sat_Neg EANZSatisfaction (w/Milestone) Agent-Only No N/A Repeat Sat_Neg EAYFSatisfaction (w/Milestone) Agent-Only Yes N/A First Sat_Neu EAYZSatisfaction (w/Milestone) Agent-Only Yes N/A Repeat Sat_Neu EMNFSatisfaction (w/Milestone) Matching No No First Sat_Neg EMNZSatisfaction (w/Milestone) Matching No No Repeat Sat_Neg EMYFSatisfaction (w/Milestone) Matching Yes Yes First Sat_Pos EMYZSatisfaction (w/Milestone) Matching Yes Yes Repeat Sat_Pos EXNFSatisfaction (w/Milestone) Not Matching No Yes First Sat_Neg EXNZSatisfaction (w/Milestone) Not Matching No Yes Repeat Sat_Neg EXYFSatisfaction (w/Milestone) Not Matching Yes No First Sat_Neg EXYZSatisfaction (w/Milestone) Not Matching Yes No Repeat Sat_Neg OANFResolution (w/Milestone) Agent-Only No N/A First Res_Neg OANZ Resolution(w/Milestone) Agent-Only No N/A Repeat Res_Neg OAYF Resolution(w/Milestone) Agent-Only Yes N/A First Res_Neu OAYZ Resolution(w/Milestone) Agent-Only Yes N/A Repeat Res_Neu OMNF Resolution(w/Milestone) Matching No No First Res_Neg OMNZ Resolution (w/Milestone)Matching No No Repeat Res_Neg OMYF Resolution (w/Milestone) Matching YesYes First Res_Pos OMYZ Resolution (w/Milestone) Matching Yes Yes RepeatRes_Pos OXNF Resolution (w/Milestone) Not Matching No Yes First Res_NegOXNZ Resolution (w/Milestone) Not Matching No Yes Repeat Res_Neg OXYFResolution (w/Milestone) Not Matching Yes No First Res_Neg OXYZResolution (w/Milestone) Not Matching Yes No Repeat Res_Neg RANFResolution Agent-Only No N/A First Res_Neg RANZ Resolution Agent-Only NoN/A Repeat Res_Neg RAYF Resolution Agent-Only Yes N/A First Res_Neu RAYZResolution Agent-Only Yes N/A Repeat Res_Neu RMNF Resolution Matching NoNo First Res_Neg RMNZ Resolution Matching No No Repeat Res_Neg RMYFResolution Matching Yes Yes First Res_Pos RMYZ Resolution Matching YesYes Repeat Res_Pos RXNF Resolution Not Matching No Yes First Res_NeuRXNZ Resolution Not Matching No Yes Repeat Res_Neu RXYF Resolution NotMatching Yes No First Res_Neg RXYZ Resolution Not Matching Yes No RepeatRes_Neg SANF Satisfaction Agent-Only No N/A First Sat_Neg SANZSatisfaction Agent-Only No N/A Repeat Sat_Neg SAYF SatisfactionAgent-Only Yes N/A First Sat_Neu SAYZ Satisfaction Agent-Only Yes N/ARepeat Sat_Neu SMNF Satisfaction Matching No No First Sat_Neg SMNZSatisfaction Matching No No Repeat Sat_Neg SMYF Satisfaction MatchingYes Yes First Sat_Pos SMYZ Satisfaction Matching Yes Yes Repeat Sat_PosSXNF Satisfaction Not Matching No Yes First Sat_Neu SXNZ SatisfactionNot Matching No Yes Repeat Sat_Neu SXYF Satisfaction Not Matching Yes NoFirst Sat_Neg SXYZ Satisfaction Not Matching Yes No Repeat Sat_Neg FXFXNone Flagged Contact N/A N/A N/A N/A DXDX None Dropped Contact N/A N/AN/A N/A TXTA None Escalation N/A N/A N/A N/A TXTD None Transfer N/A N/AN/A N/A

Each Response Code may be assigned a priority indicating the level oflikelihood that error in agent inference of customer perception hasoccurred. These priorities become part of an algorithm used by theperformance management software to present records for evaluation by theQuality Assurance team. Table 7 below sets forth an exemplary list ofpriorities.

TABLE 7 Response Code Priorities PR CODE SURVEY ALIGNMENT AGENT CUSTREPEAT CLUSTER 1 EXYZ Satisfaction (w/Milestone) Not Matching Yes NoRepeat Sat_Neg 2 EXYF Satisfaction (w/Milestone) Not Matching Yes NoFirst Sat_Neg 3 EMNZ Satisfaction (w/Milestone) Matching No No RepeatSat_Neg 4 EMNF Satisfaction (w/Milestone) Matching No No First Sat_Neg 5EANZ Satisfaction (w/Milestone) Agent-Only No N/A Repeat Sat_Neg 6 EANFSatisfaction (w/Milestone) Agent-Only No N/A First Sat_Neg 7 EXNZSatisfaction (w/Milestone) Not Matching No Yes Repeat Sat_Neg 8 EXNFSatisfaction (w/Milestone) Not Matching No Yes First Sat_Neg 9 OXYZResolution (w/Milestone) Not Matching Yes No Repeat Res_Neg 10 OXYFResolution (w/Milestone) Not Matching Yes No First Res_Neg 11 OMNZResolution (w/Milestone) Matching No No Repeat Res_Neg 12 OMNFResolution (w/Milestone) Matching No No First Res_Neg 13 OANZ Resolution(w/Milestone) Agent-Only No N/A Repeat Res_Neg 14 OANF Resolution(w/Milestone) Agent-Only No N/A First Res_Neg 15 OXNZ Resolution(w/Milestone) Not Matching No Yes Repeat Res_Neg 16 OXNF Resolution(w/Milestone) Not Matching No Yes First Res_Neg 17 RXYZ Resolution NotMatching Yes No Repeat Res_Neg 18 SXYZ Satisfaction Not Matching Yes NoRepeat Sat_Neg 19 RXYF Resolution Not Matching Yes No First Res_Neg 20SXYF Satisfaction Not Matching Yes No First Sat_Neg 21 RMNZ ResolutionMatching No No Repeat Res_Neg 22 SMNZ Satisfaction Matching No No RepeatSat_Neg 23 RMNF Resolution Matching No No First Res_Neg 24 SMNFSatisfaction Matching No No First Sat_Neg 25 RANZ Resolution Agent-OnlyNo N/A Repeat Res_Neg 26 SANZ Satisfaction Agent-Only No N/A RepeatSat_Neg 27 RANF Resolution Agent-Only No N/A First Res_Neg 28 SANFSatisfaction Agent-Only No N/A First Sat_Neg 29 EAYZ Satisfaction(w/Milestone) Agent-Only Yes N/A Repeat Sat_Neu 30 EAYF Satisfaction(w/Milestone) Agent-Only Yes N/A First Sat_Neu 31 OAYZ Resolution(w/Milestone) Agent-Only Yes N/A Repeat Res_Neu 32 OAYF Resolution(w/Milestone) Agent-Only Yes N/A First Res_Neu 33 RXNZ Resolution NotMatching No Yes Repeat Res_Neu 34 SXNZ Satisfaction Not Matching No YesRepeat Sat_Neu 35 RXNF Resolution Not Matching No Yes First Res_Neu 36SXNF Satisfaction Not Matching No Yes First Sat_Neu 37 RAYZ ResolutionAgent-Only Yes N/A Repeat Res_Neu 38 SAYZ Satisfaction Agent-Only YesN/A Repeat Sat_Neu 39 RAYF Resolution Agent-Only Yes N/A First Res_Neu40 SAYF Satisfaction Agent-Only Yes N/A First Sat_Neu 41 OMYZ Resolution(w/Milestone) Matching Yes Yes Repeat Res_Pos 42 OMYF Resolution(w/Milestone) Matching Yes Yes First Res_Pos 43 EMYZ Satisfaction(w/Milestone) Matching Yes Yes Repeat Sat_Pos 44 EMYF Satisfaction(w/Milestone) Matching Yes Yes First Sat_Pos 45 RMYZ Resolution MatchingYes Yes Repeat Res_Pos 46 RMYF Resolution Matching Yes Yes First Res_Pos47 SMYZ Satisfaction Matching Yes Yes Repeat Sat_Pos 48 SMYFSatisfaction Matching Yes Yes First Sat_Pos

Response Codes may be used for two primary purposes. The first purposeis to prioritize the various combinations of agent-customer surveyresponses for review. Those that are incongruent and involve repeatcalls are higher priority, while those that are congruent with bothparties responding favorably are lower priority. The second purpose isfor ease in communication in various screens and reports of theperformance management software. The purpose and usage of such responsecodes are set forth in Table 8 below.

TABLE 8 Response Code Usage PURPOSE USAGE Prioritization Response Codesindicate congruency between agent-customer survey responses, the surveyquestion responded to and the whether or not the call was a repeat forthe same concern. Calls that are assigned a higher priority are morelikely to be evaluated by the Quality Assurance team. The guidelines forestablishing priorities are: If the agent indicates that a customer wassatisfied and that their issue was resolved, and the customer indicatesthe opposite, and it is a repeat call, the chances of identifying anerror and creating a rich coaching opportunity are very high If both theagent and customer respond favorably to the satisfaction and/orresolution survey questions, chances are high that everything was donecorrectly. However, these records are reviewed to ensure that the agentadhered to policy Evaluation Screen Response Codes appear in the toppanel of the evaluation screen so that the QA Analyst is aware of thecondition of survey responses Task Screen When conducting coaching andcounseling sessions with the agent, the Task screen displays theResponse Code for the record being reviewed. This allows the agent andthe supervisor to better understand the purpose of the coaching orcounseling session. Reporting Various reports generated illustrateResponse Codes for the primary purpose of identifying trends

As noted above, Response Codes are generated after the agent completesthe Agent Survey and after the customer either completes the CustomerSurvey, or has had the opportunity to complete the Customer Survey butdid not. Agent Surveys may be presented to Data Assurance for evaluationin order of priority assigned to each Response Code. A more detaileddescription in order of priority, and the prime indicators associatedwith each Response Code is set forth in Table 9 below. It should benoted, however, that “prime indicators” are not inclusive of everypotential root cause. Rather, they may be used as a guideline related tothe generation of a Response Code.

TABLE 9 Response Codes Priority Detailed Description CODE DESCRIPTIONPRIME INDICATORS 1 EXYZ Survey Question: Satisfaction An opportunityexists to coach the agent Milestone: Present with regard to engagementand etiquette Alignment: Not Matching The customer was not satisfied dueto an Agent Response: Yes existing policy or process Repeat Status:Repeat Potential concerns with the method of resolution utilized by theagent 2 EXYF Survey Question: Satisfaction An opportunity exists tocoach the agent Milestone: Present with regard to engagement andetiquette Alignment: Not Matching The customer was not satisfied due toan Agent Response: Yes existing policy or process Repeat Status: FirstPotential concerns with the method of resolution utilized by the agent 3EMNZ Survey Question: Satisfaction The customer was not satisfied due toan Milestone: Present existing policy or process Alignment: Matching Theagent is requesting help related to call Agent Response: No handlingRepeat Status: Repeat 4 EMNF Survey Question: Satisfaction The customerwas not satisfied due to an Milestone: Present existing policy orprocess Alignment: Matching The agent is requesting help related to callAgent Response: No handling Repeat Status: First 5 EANZ Survey Question:Satisfaction The agent is serving as a reliable proxy for Milestone:Present the customer Alignment: Agent-Only The customer was notsatisfied due to an Agent Response: No existing policy or process RepeatStatus: Repeat The agent is asking for help related to call handling 6EANF Survey Question: Satisfaction The agent is serving as a reliableproxy for Milestone: Present the customer Alignment: Agent-Only Thecustomer was not satisfied due to an Agent Response: No existing policyor process Repeat Status: First The agent is asking for help related tocall handling 7 EXNZ Survey Question: Satisfaction Agent error ininference of customer Milestone: Present perception Alignment: NotMatching The agent is asking for help related to call Agent Response: Nohandling Repeat Status: Repeat 8 EXNF Survey Question: SatisfactionAgent error in inference of customer Milestone: Present perceptionAlignment: Not Matching The agent is asking for help related to callAgent Response: No handling Repeat Status: First 9 OXYZ Survey Question:Resolution Concern with the method of resolution Milestone: Presentutilized by an individual agent Alignment: Not Matching Training concernaffecting multiple agents Agent Response: Yes Problem with fulfillment(etc.) which Repeat Status: Repeat occurred outside the control of thesupport organization 10 OXYF Survey Question: Resolution Concern withthe method of resolution Milestone: Present utilized by an individualagent Alignment: Not Matching Training concern affecting multiple agentsAgent Response: Yes Problem with fulfillment (etc.) which Repeat Status:First occurred outside the control of the support organization 11 OMNZSurvey Question: Resolution Potential concern with existing policy orMilestone: Present process Alignment: Matching Training concernaffecting an individual Agent Response: No agent or group of agentsRepeat Status: Repeat 12 OMNF Survey Question: Resolution Potentialconcern with existing policy or Milestone: Present process Alignment:Matching Training concern affecting an individual Agent Response: Noagent or group of agents Repeat Status: First 13 OANZ Survey Question:Resolution Agent error in inference of customer Milestone: Presentperception Alignment: Agent-Only Potential concern with existing policyor Agent Response: No process Repeat Status: Repeat Training concernaffecting an individual agent or group of agents 14 OANF SurveyQuestion: Resolution Agent error in inference of customer Milestone:Present perception Alignment: Agent-Only Potential concern with existingpolicy or Agent Response: No process Repeat Status: First Trainingconcern affecting an individual agent or group of agents 15 OXNZ SurveyQuestion: Resolution Agent error in inference of customer Milestone:Present perception Alignment: Not Matching Agent Response: No RepeatStatus: Repeat 16 OXNF Survey Question: Resolution Agent error ininference of customer Milestone: Present perception Alignment: NotMatching Agent Response: No Repeat Status: First 17 RXYZ SurveyQuestion: Resolution Concern with the method of resolution Milestone:Not Present utilized by an individual agent Alignment: Not MatchingTraining concern affecting multiple agents Agent Response: Yes RepeatStatus: Repeat 18 SXYZ Survey Question: Satisfaction An opportunityexists to coach the agent Milestone: Not Present with regard toengagement and etiquette Alignment: Not Matching The customer was notsatisfied due to an Agent Response: Yes existing policy or processRepeat Status: Repeat 19 RXYF Survey Question: Resolution Concern withthe method of resolution Milestone: Not Present utilized by anindividual agent Alignment: Not Matching Training concern affectingmultiple agents Agent Response: Yes Repeat Status: First 20 SXYF SurveyQuestion: Satisfaction An opportunity exists to coach the agentMilestone: Not Present with regard to engagement and etiquetteAlignment: Not Matching The customer was not satisfied due to an AgentResponse: Yes existing policy or process Repeat Status: First 21 RMNZSurvey Question: Resolution Potential concern with existing policy orMilestone: Not Present process Alignment: Matching Training concernaffecting an individual Agent Response: No agent or group of agentsRepeat Status: Repeat 22 SMNZ Survey Question: Satisfaction Anopportunity exists to coach the agent Milestone: Not Present with regardto engagement and etiquette Alignment: Matching The customer was notsatisfied due to an Agent Response: No existing policy or process RepeatStatus: Repeat 23 RMNF Survey Question: Resolution Potential concernwith existing policy or Milestone: Not Present process Alignment:Matching Training concern affecting an individual Agent Response: Noagent or group of agents Repeat Status: First 24 SMNF Survey Question:Satisfaction An opportunity exists to coach the agent Milestone: NotPresent with regard to engagement and etiquette Alignment: Matching Thecustomer was not satisfied due to an Agent Response: No existing policyor process Repeat Status: First 25 RANZ Survey Question: Resolution Theagent is serving as a reliable proxy for Milestone: Not Present thecustomer Alignment: Agent-Only The agent is requesting help related tocall Agent Response: No handling Repeat Status: Repeat 26 SANZ SurveyQuestion: Satisfaction The agent is serving as a reliable proxy forMilestone: Not Present the customer Alignment: Agent-Only The customerwas not satisfied due to an Agent Response: No existing policy orprocess Repeat Status: Repeat The agent is asking for help related tocall handling 27 RANF Survey Question: Resolution The agent is servingas a reliable proxy for Milestone: Not Present the customer Alignment:Agent-Only The agent is requesting help related to call Agent Response:No handling Repeat Status: First 28 SANF Survey Question: SatisfactionThe agent is serving as a reliable proxy for Milestone: Not Present thecustomer Alignment: Agent-Only The customer was not satisfied due to anAgent Response: No existing policy or process Repeat Status: First Theagent is asking for help related to call handling 29 EAYZ SurveyQuestion: Satisfaction The customer was satisfied with the serviceMilestone: Present received Alignment: Agent-Only Data Assurance shouldvalidate satisfaction Agent Response: Yes and policy/process adherenceRepeat Status: Repeat 30 EAYF Survey Question: Satisfaction The customerwas satisfied with the service Milestone: Present received Alignment:Agent-Only Data Assurance should validate satisfaction Agent Response:Yes and policy/process adherence Repeat Status: First 31 OAYZ SurveyQuestion: Resolution The customer believes the issue was Milestone:Present resolved correctly Alignment: Agent-Only Data Assurance shouldvalidate resolution Agent Response: Yes method and policy/processadherence Repeat Status: Repeat 32 OAYF Survey Question: Resolution Thecustomer believes the issue was Milestone: Present resolved correctlyAlignment: Agent-Only Data Assurance should validate resolution AgentResponse: Yes method and policy/process adherence Repeat Status: First33 RXNZ Survey Question: Resolution Agent error in inference of customerMilestone: Not Present perception Alignment: Not Matching Data Assuranceshould validate resolution Agent Response: No method and policy/processadherence Repeat Status: Repeat 34 SXNZ Survey Question: SatisfactionAgent error in inference of customer Milestone: Not Present perceptionAlignment: Not Matching Data Assurance should validate satisfactionAgent Response: No and policy/process adherence Repeat Status: Repeat 35RXNF Survey Question: Resolution Agent error in inference of customerMilestone: Not Present perception Alignment: Not Matching Data Assuranceshould validate resolution Agent Response: No method and policy/processadherence Repeat Status: First 36 SXNF Survey Question: SatisfactionAgent error in inference of customer Milestone: Not Present perceptionAlignment: Not Matching Data Assurance should validate satisfactionAgent Response: No and policy/process adherence Repeat Status: First 37RAYZ Survey Question: Resolution The customer believes the issue wasMilestone: Not Present resolved correctly Alignment: Agent-Only DataAssurance should validate resolution Agent Response: Yes method andpolicy/process adherence Repeat Status: Repeat 38 SAYZ Survey Question:Resolution The customer was satisfied with the service Milestone: NotPresent received Alignment: Agent-Only Data Assurance should validatesatisfaction Agent Response: Yes and policy/process adherence RepeatStatus: Repeat 39 RAYF Survey Question: Resolution The customer believesthe issue was Milestone: Not Present resolved correctly Alignment:Agent-Only Data Assurance should validate resolution Agent Response: Yesmethod and policy/process adherence Repeat Status: First 40 SAYF SurveyQuestion: Satisfaction The customer was satisfied with the serviceMilestone: Not Present received Alignment: Agent Only Data Assuranceshould validate satisfaction Agent Response: Yes and policy/processadherence Repeat Status: First 41 OMYZ Survey Question: Resolution Verystrong likelihood that the issue was Milestone: Present resolvedAlignment: Matching Data Assurance should validate resolution AgentResponse: Yes and policy/process adherence Repeat Status: Repeat 42 OMYFSurvey Question: Resolution Very strong likelihood that the issue wasMilestone: Present resolved Alignment: Matching Data Assurance shouldvalidate resolution Agent Response: Yes and policy/process RepeatStatus: First 43 EMYZ Survey Question: Satisfaction Very stronglikelihood that the customer Milestone: Present was satisfied Alignment:Matching Data Assurance should validate satisfaction Agent Response: Yesand policy/process adherence Repeat Status: Repeat 44 EMYF SurveyQuestion: Satisfaction Very strong likelihood that the customerMilestone: Present was satisfied Alignment: Matching Data Assuranceshould validate satisfaction Agent Response: Yes and policy/processadherence Repeat Status: First 45 RMYZ Survey Question: Resolution Verystrong likelihood that the issue was Milestone: Not Present resolvedAlignment: Matching Data Assurance should validate resolution AgentResponse: Yes and policy/process Repeat Status: Repeat 46 RMYF SurveyQuestion: Resolution Very strong likelihood that the issue wasMilestone: Not Present resolved Alignment: Matching Data Assuranceshould validate resolution Agent Response: Yes and policy/process RepeatStatus: First 47 SMYZ Survey Question: Satisfaction Very stronglikelihood that the customer Milestone: Not Present was satisfiedAlignment: Matching Data Assurance should validate satisfaction AgentResponse: Yes and policy/process adherence Repeat Status: Repeat 48 SMYFSurvey Question: Satisfaction Very strong likelihood that the customerMilestone: Not Present was satisfied Alignment: Matching Data Assuranceshould validate satisfaction Agent Response: Yes and policy/processadherence Repeat Status: First

While various exemplary embodiments have been described above, it shouldbe understood that they have been presented by way of example only, andnot limitation. Thus, the breadth and scope of the present inventionshould not be limited by any of the above-described exemplaryembodiments, but should instead be defined only in accordance with thefollowing claims and their equivalents.

What is claimed is:
 1. A system for customer contact management,comprising: a contact center including an internet connection, automaticcall distributor (ACD) means, computer/telephony integration means,interactive voice response means, and a database, and a plurality ofresolvers, wherein said contact center is coupled to receive customercontacts from a network via a router/gateway and present each of thecustomer contacts to one or more of said plurality of resolvers; abalanced service process, comprising: an agent survey for determiningand managing real-time, intraday, and historical resolver disposition ofcontact (RDP); a customer survey for determining and managing real-time,intraday, and historical customer disposition of contact (CDP); aprocessor for determining first contact resolution (FCR) rates,statistics and customer satisfaction (CSAT) from the results of saidagent survey and said customer survey; means for dynamically reportingissues driving contact volume, said issues including said real-time,intraday, and historical RDP, CDP, FCR and CSAT, and exception rates;means for determining every contact that was not resolved; means forassigning a plurality of cause codes each of which is indicative of anoutcome of said agent survey and said customer survey for each of thecontacts; and a closed loop channel to define, report and correctactions and trending issues that impede FCR and CSAT, based on saiddynamically reported issues driving contact volume.
 2. The systemaccording to claim 1, wherein said resolver is prompted with said agentsurvey upon completion of each said contact.
 3. The system according toclaim 2, wherein said resolver is prompted during said agent survey toanswer whether the issue causing each said contact was resolved or not.4. The system according to claim 2, wherein said resolver is promptedduring said agent survey to answer whether the customer for each saidcontact was satisfied or not.
 5. The system according to claim 1,wherein said customer is prompted with said customer survey uponcompletion of each said contact.
 6. The system according to claim 5,wherein said customer is prompted during said customer survey to answerwhether the issue causing each said contact was resolved or not.
 7. Thesystem according to claim 5, wherein said customer is prompted duringsaid customer survey to answer whether the customer for each saidcontact was satisfied or not.
 8. The system according to claim 1,wherein said cause codes are generated after said resolver completessaid agent survey and after said customer either completes said customersurvey, or has had the opportunity to complete said customer survey butdid not.
 9. The system according to claim 1, said cause codes areprioritized.
 10. The system according to claim 9, wherein said causecodes are indicative of one or more of congruency between agent-customersurvey responses, the survey question responded to and, whether or notthe call was a repeat for the same concern.
 11. The system according toclaim 9, further comprising means for assigning a milestone to saidcause codes.
 12. The system according to claim 1, wherein said contactscomprise one or more of voice calls, SMS messages, e-mails, chat andsocial media contacts.
 13. A computer-implemented method comprising:receiving a plurality of customer contacts in a contact center whichincludes an internet connection, automatic call distributor means,computer/telephony integration means, interactive voice response means,a database, and a plurality of resolvers; presenting each said contactto one or more of said plurality of resolvers; determining a cause ofeach said contact; assigning a cause code to each said contact;prioritizing said cause codes; determining first contact resolution(FCR) and customer satisfaction (CSAT) rates for each said contact;providing a closed loop channel to define trending issues that impedeFCR and CSAT; and dynamically reporting said trending issues that impedeFCR and CSAT.
 14. The computer-implemented method according to claim 13,further comprising: storing said FCR and CSAT data and rates in saiddatabase; and determining which ones of said contacts that were notresolved.
 15. The computer-implemented method according to claim 13,further comprising dynamically reporting issues driving a contactvolume.
 16. The computer-implemented method according to claim 13,further comprising: initiating a resolver issue resolution and CSATsurvey immediately upon completion of each said contact; initiating anissue resolution and CSAT survey with said customer using interactivevoice response means, e-mail, SMS or chat; prioritizing said cause codesbased on one or more of congruency between agent-customer surveyresponses, the survey question responded to and, whether or not the callwas a repeat for the same concern; and storing the results of saidsurveys in said database.
 17. A non-transitory computer-readable medium,in a machine-readable storage device, storing a computer programproduct, the computer program product including instructions that, whenexecuted, cause a balanced service processor to perform operationscomprising: receiving a plurality of customer contacts in a contactcenter which includes an internet connection, automatic call distributormeans, computer/telephony integration means, interactive voice responsemeans, a database, and a plurality of resolvers; routing each saidcontact to one or more of said plurality of resolvers; assigning a causecode to each said contact; prioritizing said cause codes; determiningtrue first contact resolution (FCR) and customer satisfaction (CSAT)rates for each said contact using said prioritized cause codes;providing a closed loop channel to define trending issues that impedeFCR and CSAT; and dynamically reporting said trending issues that impedeFCR and CSAT.
 18. The non-transitory computer-readable medium accordingto claim 17, further comprising instructions that, when executed, causethe balanced service processor to perform operations for storing saidFCR and CSAT rates in said database.
 19. The non-transitorycomputer-readable medium according to claim 17, further comprisinginstructions that, when executed, cause the balanced service processorto perform operations for determining which ones of said contacts thatwere not resolved.
 20. The non-transitory computer-readable mediumaccording to claim 17, further comprising instructions that, whenexecuted, cause the balanced service processor to perform operationsfor: initiating a resolver issue resolution and CSAT survey immediatelyupon completion of each said contact; initiating an issue resolution andCSAT survey with said customer using interactive voice response means,e-mail, SMS or chat; prioritizing said cause codes based on one or moreof congruency between agent-customer survey responses, the surveyquestion responded to and, whether or not the call was a repeat for thesame concern; and storing the results of said surveys in said database.